FBB Call Reason Analysis - 2026-01-02
Interactive Heatmap Guide
- Click on any Parent label (with the → button) to display detailed breakdown of its child problems
- Each cell shows the call volume for that hour
- Color intensity indicates volume (darker = higher volume)
- First heatmap shows daily view, second shows Month-to-Date (MTD) average
- Use the tabs above to switch between different dates
Color Legend (Percent Difference from MTD)
أقل من المتوسط (>50% أقل)
أقل من المتوسط (1-50% أقل)
أعلى من المتوسط (1-25% أعلى)
أعلى من المتوسط (26-50% أعلى)
أعلى من المتوسط (50-75% أعلى)
أعلى من المتوسط (>75% أعلى)
Call Reason Hourly Breakdown - Daily vs MTD Comparison (02-Jan)
H00
H01
H02
H03
H04
H05
H06
H07
H08
H09
H10
H11
H12
H13
H14
H15
H16
H17
H18
H19
H20
H21
H22
H23
Total
CALLSOFFERED
7.9k
5.4k
3.2k
2k
1.4k
791
696
724
1.1k
2.1k
3.1k
4.1k
3.3k
8.1k
8.7k
7.6k
7.8k
7.8k
8.7k
9.3k
10k
9.2k
8.7k
7.2k
129k
New SLA%
93%
99%
100%
99%
81%
99%
99%
98%
98%
97%
98%
97%
99%
99%
99%
99%
99%
98%
98%
82%
91%
99%
100%
100%
97%
Aban %
2%
0%
0%
1%
7%
1%
1%
1%
2%
1%
1%
0%
1%
1%
0%
1%
1%
1%
1%
3%
2%
1%
0%
0%
1%
→
Logical
2.6k
2k
1.2k
705
568
266
240
255
415
660
987
1.3k
1.1k
2.7k
3.1k
2.8k
3k
2.8k
3.4k
3.4k
3.9k
3.7k
3.4k
2.9k
47.6k
Logical_MTD
2.4k
1.8k
1.1k
525
312
280
255
279
446
670
1k
1.3k
1.4k
2.4k
2.7k
2.6k
2.8k
2.7k
3.6k
3.5k
4k
3.7k
3.4k
3k
46.4k
→
Billing
3.1k
2.2k
1.4k
750
458
340
272
335
488
617
910
1.3k
1k
2.6k
2.4k
2.3k
2.3k
2.3k
2.4k
2.6k
2.9k
2.5k
2.4k
1.9k
39.9k
Billing_MTD
2.9k
2.1k
1.3k
569
264
374
293
371
515
677
1.1k
1.4k
1.4k
2.3k
2.2k
2.2k
2.3k
2.4k
2.7k
2.7k
3.1k
2.7k
2.6k
2.1k
40.3k
→
Early Renewal
2k
1.4k
794
494
280
165
136
121
200
264
510
727
588
1.5k
1.7k
1.6k
1.8k
1.9k
2.4k
3.2k
2.8k
2.9k
2.3k
1.9k
31.8k
Early Renewal_MTD
1.8k
1.2k
757
365
159
189
147
128
206
303
531
702
753
1.3k
1.5k
1.4k
1.6k
1.8k
2.2k
2.6k
2.8k
2.7k
2.4k
2k
29.7k
→
Physical
1.2k
899
530
285
214
125
121
141
297
520
794
972
771
2.1k
2.1k
1.7k
1.7k
1.8k
2k
1.9k
2.1k
2k
1.8k
1.4k
27.5k
Physical_MTD
1.1k
812
498
229
120
135
142
145
337
578
879
1.1k
1.1k
1.9k
1.9k
1.7k
1.7k
1.7k
2k
1.9k
2.1k
2k
1.8k
1.5k
27.3k
→
WE Line-Adjust
597
455
263
202
122
79
71
76
127
182
348
414
265
838
884
722
692
794
861
859
837
821
782
601
11.9k
WE Line-Adjust_MTD
505
408
229
137
68
73
70
72
125
201
377
494
460
814
823
689
719
713
831
839
838
816
740
671
11.7k
→
Transfer
249
174
110
56
37
22
21
22
73
122
221
389
262
571
684
662
795
685
899
922
723
780
393
259
9.1k
Transfer_MTD
403
209
129
49
21
45
42
44
99
172
259
438
379
544
565
560
671
605
767
745
619
573
409
286
8.6k
→
Outbound
388
275
141
100
77
49
32
45
64
119
186
240
211
519
560
482
578
507
560
474
565
486
471
405
7.5k
Outbound_MTD
348
236
136
73
45
48
35
46
76
125
196
257
280
466
505
448
504
499
582
536
580
524
473
409
7.4k
→
Outage
401
329
146
156
94
63
43
50
71
130
227
308
179
471
493
442
424
417
390
449
369
340
370
252
6.6k
Outage_MTD
334
283
123
102
56
54
41
51
74
145
250
391
343
510
477
400
425
390
361
409
375
342
367
335
6.6k
→
Inquiry
189
156
92
59
33
37
20
25
50
67
108
133
82
321
347
337
319
289
322
357
364
338
252
202
4.5k
Inquiry_MTD
158
134
81
42
19
30
17
29
57
74
125
162
146
296
328
348
350
327
356
381
409
368
294
229
4.8k
→
Service
225
164
105
77
39
26
22
25
29
50
83
106
87
226
279
233
236
234
261
268
294
296
238
184
3.8k
Service_MTD
203
144
90
58
24
27
28
29
34
59
106
133
130
218
251
224
240
224
253
279
315
283
241
189
3.8k
→
Fullfilment
101
79
42
20
8
17
10
15
26
37
77
91
82
222
226
272
252
204
222
234
185
172
165
120
2.9k
Fullfilment_MTD
84
70
37
16
5
14
11
15
29
62
102
145
161
242
262
294
277
250
240
221
217
170
161
128
3.2k
→
Dropped
166
111
59
40
37
16
14
12
16
37
54
76
49
141
146
141
159
146
179
200
206
179
163
142
2.5k
Dropped_MTD
149
99
54
29
19
13
15
18
15
44
67
79
79
131
145
138
159
162
187
188
217
193
169
146
2.5k
→
Complaint
93
74
58
31
21
12
17
13
23
37
67
83
63
177
193
174
179
179
179
172
160
137
125
105
2.4k
Complaint_MTD
90
74
55
23
11
13
15
15
25
41
88
113
115
176
190
173
182
172
184
176
178
147
126
107
2.5k
→
Cancellation
47
46
21
15
17
9
6
7
10
24
31
44
28
101
98
140
158
104
121
104
125
112
94
62
1.5k
Cancellation_MTD
46
36
23
11
11
7
9
8
15
38
54
72
74
121
117
135
155
125
139
115
161
129
90
65
1.8k
→
Offers And Campaigns
82
27
19
13
11
3
6
6
6
6
26
27
17
54
67
63
74
54
70
85
82
86
69
55
1k
Offers And Campaigns_MTD
70
32
22
10
6
4
7
7
9
12
30
34
29
57
75
60
74
63
87
88
91
88
76
60
1.1k
→
Other
69
71
35
24
16
10
9
6
3
13
14
24
12
42
55
57
60
54
63
52
52
45
104
81
971
Other_MTD
71
64
35
18
10
12
8
6
5
12
19
28
21
36
45
48
53
54
73
61
76
72
96
83
1k
→
System & Services
59
43
27
11
11
4
6
5
7
12
7
20
16
40
57
40
47
60
57
77
70
59
51
53
839
System & Services_MTD
49
36
23
9
6
6
5
5
8
9
12
21
25
32
53
36
42
55
57
65
72
57
62
54
799
→
Visits
6
9
5
2
1
1
0
1
1
3
1
5
4
17
10
10
14
9
18
11
19
16
13
9
185
Visits_MTD
5
8
4
2
1
2
1
1
3
4
4
10
9
18
16
12
14
11
16
14
17
12
18
16
218
→
GSM
4
1
2
2
0
0
0
0
0
1
1
4
2
3
3
0
1
3
6
1
3
2
2
1
42
GSM_MTD
2
1
2
2
0
1
0
0
1
2
1
5
5
4
3
1
2
2
4
1
6
2
2
2
51
→
FBB Chat
4
1
0
0
0
0
0
0
0
0
0
0
0
0
2
4
2
2
0
7
7
5
4
3
41
FBB Chat_MTD
2
1
0
0
0
0
0
0
0
0
0
0
1
2
4
4
3
2
1
11
8
4
3
2
48
→
Follow up
2
0
2
0
0
0
0
0
0
0
0
2
1
3
3
1
1
0
3
3
0
4
2
1
28
Follow up_MTD
2
1
2
1
0
1
1
0
0
0
0
3
2
3
3
2
3
1
2
4
3
5
3
1
43
→
WIFI Calling
0
0
0
0
0
0
0
0
0
2
1
0
1
0
0
1
1
2
0
2
3
3
0
0
16
WIFI Calling_MTD
0
0
1
1
0
0
0
0
0
1
1
0
1
0
1
1
2
2
1
2
2
2
1
0
19
→
Super Agent by Agent
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
0
1
2
0
1
0
1
1
8
Super Agent by Agent_MTD
1
0
0
0
0
0
0
0
0
1
0
1
0
1
1
1
1
1
2
0
1
2
2
1
16
Total
11.7k
8.5k
5k
3k
2k
1.2k
1k
1.2k
1.9k
2.9k
4.7k
6.2k
4.9k
12.7k
13.4k
12.1k
12.9k
12.5k
14.4k
15.4k
15.8k
15.1k
13.2k
10.7k
203k
30-Day Historical View - Comparison to Daily Average (Sorted by Total Descending)